It is almost normal to hear the phrase “this call is being recorded” when dealing with agents or call centres via telephone. Call recording ensures regulatory compliance, evaluates agent performance, provides material proof in disputes, and identifies training and development opportunities. It is, however, no longer enough to only record a call – the content of the call also has to be securely stored, and information gathered or discussed during the call has to be protected. This is why call recording systems now add several layers of additional security in the form of encryption to their recording and storage of data. Various laws throughout South Africa, such as the Data Protection Act, Consumer Act, and legislation regarding electronic communications apply to call recording, and compliance with these laws is vital for all organisations. There are also a variety of security standards to adhere to, such as the Electronic Communications and Transactions, Financial Advisory and Intermediary Services and others to ensure that data is recorded, transferred and stored securely.
The business landscape, as a result, has vastly changed, even for small companies. Consumer protection has become a very complicated issue and it is expected that even more legislation will be imposed on organisations as the technological environment and internet crime develop. This means that call recording regulatory compliance is likely to become more onerous in the near future, and business owners and business managers will need call recording software that adheres to all requirements, comply with new and old legislation, while still meeting the needs of the user and the organisation. Accurate record keeping is now more important than ever, and verbal contracts and discussions have to be recorded in appropriate formats to accommodate easy retrieval, inspection, evaluation, printing, and interpretation of relevant information.
If one considers the volume of phone-based transactions that are made by call centres it becomes clear that some form of control is needed to mitigate risk and to ensure compliance at all times. It is common practice for practically no paperwork to be signed when dealing with insurance companies or other financial providers, and the call recording software serves as the source of the transaction as a binding contract. The stability of the systems is crucial and should not interfere in the process of the conversation at all. It is also vital that remote sites and access to information are safely guarded, and the system has to be robust enough to operate around the clock without interference or downtime.
If your business needs secure call recording and storage in order to remain compliant, give our team at CallCabinet a call. Our expertise is positioned within the South African market and we provide call recording solutions that help any company remain legally compliant.